Gaurav Dalvi
Associate Customer Service Manager
Mumbai
Summary
A customer focused professional who possesses a strong sense of urgency about client satisfaction and have superb interpersonal as well as communication skills, coupled with excellent relationship building capabilities and excellent negotiating abilities. 10+ Years of Experience in Telecom & Service Industry. Extensive experience in Project Management, Service Management, Team Handling. Bachelors in science with Information Technology specialization from the University of Mumbai in 2012.
Overview
10
10
years of professional experience
18
18
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Associate Customer Service Manager
WNS Global Services
Mumbai
08.2021 - Current
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Identified issues, analyzed information and provided solutions to problems.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Resolved problems, improved operations and provided exceptional service.
- Delivering regular reporting on IT Service performance/trends, and progress of both
- Creating and managing Change orders for assigned customers.
- Performing invoice audit to identify incorrect charges.
- Managing MCS failover test activity for assigned customers.
- Manage problem management processes including and tools in accordance with standards and procedures.
- Coordinating with cross-functional stakeholders to ensure all relevant CIs are captured and maintained.
- Maintaining customers work instruction manuals for different activities.
Service Level Manager
LinkGroup
Mumbai
03.2021 - 08.2021
- Review and monitor KPI, SLA results, assist in providing analysis into health of Global Support Model and underpinning IT Service Management practices.
- Negotiated and executed contracts on behalf of department.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Service Management Specialist
Orange Business Services
Mumbai
06.2017 - 03.2021
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Documented problems and corrective actions to maintain records.
- Developed process improvements to enhance overall delivery of service.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Conduct regular audits on CMDB (SNOW) and complete asset inventory.
- Generated reports to track performance and analyze trends.
- Maintained servers and systems to keep networks fully operational during peak periods.
Customer Service Analyst
Orange Business Services
Mumbai
10.2015 - 06.2017
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
Data Analyst
Orange Business Services
Mumbai
05.2015 - 09.2015
- Produced monthly reports using advanced Excel spreadsheet functions.
- Participated in requirements meetings to understand business needs.
- Extracted and interpreted data patterns to translate findings into actionable outcomes.
- Documented effective and replicable methods for extracting data and organizing data sources.
- Generated ad-hoc reports to evaluate specific business requirements.
Team Member
What's On India Media Pvt. Ltd.
Mumbai
12.2014 - 05.2015
- Co-ordinate with different department like communication, editorial etc. for schedules/ episodes to update into system.
- Scheduled channel wise data for viewer's who watch their programs on Television.
- Learned all required tasks quickly to maximize performance.
- Addressed and resolved customer complaints in polite and professional manner.
- Collected, arranged, and input information into database system.
Team Leader
ICICI BANK
Mumbai
04.2013 - 12.2014
- Testing in SAS Projects when various types of error occur for ex: syntax, data, macro-related etc.
- Worked under project for automated daily mirror reports to different product wise zonal Manager.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Reviewed, implemented and updated company records related to team activities for future reference.
Data Entry Operator
Vodafone India Pvt. Ltd.
Mumbai
11.2012 - 04.2013
- Processed customer forms for various kinds of Prepaid/ Post-paid SIM cards and did Internal audits.
- Handled activities pertaining to company formation & TAT for form processing.
- Verified data files prior to entry to maintain high data accuracy.
- Completed data entry tasks with accuracy and efficiency.
- Sent completed entries for evaluation and final approval.
Education
B.SC - I.T
Nagindas KhandwalaCollege, University OfMumbai, Gokhale College of Science
Mumbai, MH 05.2009 - 05.2012
HSC, Science - PCMB
Gokhale College of Science
Mumbai, MH 08.2007 - 08.2009
SSC, All Basic Subjects -
Namdar Gopal Krishna Gokhale High School
Mumbai, MH 06.1994 - 03.2007
Skills
Incident Management
Accomplishments
In WAN "O" clock Project (Air France & Klm airlines) was involved in the planning and co-ordination with various cross functional teams to facilitate the migration of the devices from old customer codes to the new codes for reporting. Migration was done with FTR (first time right) accuracy of 100%
Certification
ITIL V4 Foundation // GR671028560GD in 2019
Timeline
Associate Customer Service Manager
WNS Global Services
08.2021 - Current
Service Level Manager
LinkGroup
03.2021 - 08.2021
Service Management Specialist
Orange Business Services
06.2017 - 03.2021
Customer Service Analyst
Orange Business Services
10.2015 - 06.2017
Data Analyst
Orange Business Services
05.2015 - 09.2015
Team Member
What's On India Media Pvt. Ltd.
12.2014 - 05.2015
Team Leader
ICICI BANK
04.2013 - 12.2014
Data Entry Operator
Vodafone India Pvt. Ltd.
11.2012 - 04.2013
B.SC - I.T
Nagindas KhandwalaCollege, University OfMumbai, Gokhale College of Science
05.2009 - 05.2012
HSC, Science - PCMB
Gokhale College of Science
08.2007 - 08.2009
SSC, All Basic Subjects -
Namdar Gopal Krishna Gokhale High School
06.1994 - 03.2007
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